January 2023 by Liz B.
Hidden charges! When I reserved a 16' truck, I was told there would be a $150 deposit, and, that the deposit would be refunded at the end when I paid for rental & mileage. I was moving my storage locker to a different location because storage rent had gone up so high. I just needed a truck for 24 hours. I did the math on how many miles I'd need to pay for, and figured I'd need $180, plus some gas money to refill the tank, and some taxes, fees, etc. $240 should have been more than enough! Next, I signed a new lease for my new storage location, and cancelled the lease for the place that still held my belongings. (Now, I HAVE TO MOVE TODAY!). So, I get to the Home Depot. I went to the PRO DESK, who used to handle Penske rentals, but I'm told that I have to go to the RETURNS DESK. There's a big difference in service. The returns desk is fine if I'm renting a carpet cleaner, but truck rental is alot different, and, it helps to have someone, well... PRO doing it. After waiting in the returns line, I started the rental process, and was told that I needed to pay the $150. deposit, AND the estimated cost of rental & mileage. They wanted me to pay about $287. , which was not what I was quoted. I finally was able to give them $215. down payment. On dropping off the truck, I was given a piece of paper stating that I would be receiving $43.87 refund on my deposit. I was told that the deposit would take 3-5 days to hit my account. INSTEAD OF A REFUND, Home Depot kept trying to charge me an extra $65+. Over and over. It charged, then reversed charges four times overnight, which may cost me 4× $35. in insufficient funds charges!!! When I calledPenske, they were closed for the holiday. I called the lady at Home Depot, who said that it was charging me for the extra miles I drove & that I still would get my deposit back LATER in 3-5 days. I was never told that I had to pay the full rental & mileage PLUS deposit at the beginning. And, since they had more than enough deposit, they definitely shouldn't be charging me more money, while sitting on my deposit. THIS NEVER WOULD HAVE HAPPENED IF THE MORE HIGHLY TRAINED PEOPLE AT THE PRO DESK HAD HANDLED THIS FROM THE START! Now, I'm just waiting to see what happens to my bank account after all of the UNAUTHORIZED CHARGES bounced around my account last night. If I had an "extra" $200, it wouldn't have gone so wrong, but WHAT I WAS QUOTED, SHOULD HAVE BEEN WHAT I WAS CHARGED!!! P.s. The truck was fine. Not perfect, but fine. It was alot of hard work, but I managed to move myself from a 10×10 storage locker for $180/mo into a 10×20 locker farther away for $140/mo PLUS one month free, which SHOULD have covered the truck fees.
May 2020 by Liz Bullock
I rented a truck from the Home Depot Penske service. I did have some trouble getting a reservation due to some confusion in the advertising, but once I got thru that, everything was good. The truck was awesome, and a really good price. The Home Depot desk was pretty slow to finish out the final invoice when I turned it back in, but it was still worth it. And, the best part was when I got home & realized that I had left a huge black bag of my tools on the passenger side floor, then called the store to find that they had it for me. No, the Home Depot guy did not find it when he took the truck back! But, the Penske representatives found it & secured it with store management. So, great service from Penske! Thanks
